US 7,689,425 B2 · Quality of service call routing system using counselor and speech recognition engine and method thereof

Abstract

A QoS call routing system using a counselor and a speech recognition engine comprises a speech recognition engine for recognizing speech and outputting characters and speech recognition results; a first counselor group terminal for reproducing the client's speech file to a counselor of a first counselor group so that the counselor may recognize the speech when the speech recognition result by the speech recognition engine is less than a reference value; a second counselor group terminal for allowing a counselor of a second counselor group to hear the client's speech so that the counselor may recognize the speech when the recognition by the counselor of the first counselor group has failed; and an IVR server for controlling the engine and terminals to provide information to the client.

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Drawings

Claims14

Dependent claims

A call routing system for providing information requested by a client with a wired/wireless communication terminal by using a counselor and a speech recognition engine, comprising:

a speech recognition engine for recognizing client's speech and outputting corresponding character information and speech recognition results;
a first counselor group terminal for reproducing a client's recorded speech file transmitted from the speech recognition engine, the client's speech being recorded in the client's recorded speech file, and allowing a first counselor group having a plurality of counselors to hear the reproduced speech file, and displaying a recognition word list recognized by the speech recognition engine so that a counselor of the first counselor group may search information requested by the client and provide corresponding information;
a second counselor group terminal for allowing a second counselor group having a plurality of counselors to directly hear the client's speech so that a counselor of the second counselor group may search information requested by the client and provide corresponding information;
and
a main server for:
performing guidance according to a scenario for providing information to the client,
controlling the speech recognition engine to perform a first recognition of the client's speech,
when a result of the first recognition by the speech recognition engine is less than a predefined reference value, transmitting the client's recorded speech file and a recognition word list recognized by the speech recognition engine to the first counselor group terminal to thus allow a second recognition by the counselor of the first counselor group, and
when the second recognition by the counselor of the first counselor group has failed, directly call-connecting the second counselor group terminal and the client's wired/wireless communication terminal and allowing a counselor of the second counselor group to directly hear the client's speech to thus allow a third recognition by the counselor of the second counselor group.

6 more elements

A call routing method for providing information requested by a client with a wired/wireless communication terminal by using a counselor and a speech recognition engine, comprising:

a) performing a first recognition of speech inputted by the client by using a speech recognition engine when an information providing request is provided from the client through the wired/wireless communication terminal;
b) when a result of the first recognition by the speech recognition engine is less than a predefined reference value, reproducing a client's recorded speech file in which the inputted client's speech is recorded, to a counselor of a first counselor group and displaying a recognition word list recognized by the speech recognition engine to thus perform a second recognition by the counselor of the first counselor group;
c) when the second recognition by the counselor of the first counselor group has failed, allowing a counselor of a second counselor group to hear the client's speech to thus perform a third recognition by the counselor of the second counselor group;
and
d) searching for information requested by the client and providing the information when the result of the first recognition is greater than a predefined reference value, the second recognition by the counselor of the first counselor group is successful in b), or the third recognition by the counselor of the second counselor group is successful in c).

2 more elements

Dependencies are inferred from the claim text.

Description5,693 words

Summary1,472 words

#(a) Field of the Invention

#The present invention relates to a call routing system. More specifically, the present invention relates to a quality of service (QoS) call routing system and method using a counselor and a speech recognition engine for recognizing a user's spoken information request provided by a wired/wireless communication terminal and providing corresponding information to the user.

#(b) Description of the Related Art

Brief description of the drawings8 figures

#The accompanying drawings, which are incorporated in and constitute a part of the specification, illustrate an embodiment of the invention, and, together with the description, serve to explain the principles of the invention, wherein:

#FIG. 1 shows a block diagram for a QoS call routing system using a counselor and a speech recognition engine according to an exemplary embodiment of the present invention;

#FIG. 2 shows a terminal for a first counselor group shown in FIG. 1;

Detailed description4,006 words

#In the following detailed description, only the preferred embodiment of the invention has been shown and described, simply by way of illustration of the best mode contemplated by the inventor(s) of carrying out the invention. As will be realized, the invention is capable of modification in various obvious respects, all without departing from the invention. Accordingly, the drawings and description are to be regarded as illustrative in nature, and not restrictive. To clarify the present invention, parts which are not described in the specification are omitted, and parts for which the same descriptions are provided have the same reference numerals.

#A QoS call routing system using a counselor and a speech recognition engine and a method thereof according to an exemplary embodiment of the present invention will be described.

#FIG. 1 shows a block diagram for a QoS call routing system using a counselor and a speech recognition engine according to an exemplary embodiment of the present invention.

Facts

Application

11/153,660Filed 15 Jun 2005

Published

US 2005/0288927 A129 Dec 2005

Granted

30 Mar 2010

Term ends

29 Oct 2028

Estimated · how

20 years from earliest known nonprovisional domestic filing plus recorded patent term adjustment, including 1,232 days of adjustment. Maintenance-fee lapses, terminal disclaimers and statutory extensions have not been checked. The continuity chain may be incomplete; this is not an enforceability determination.

Classification5 codes

G10L 15/22
Speech recognition: procedures used during a speech recognition process, e.g. man-machine dialogue
H04M 3/5166
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: in combination with…
H04M 2203/2011
Related to features of supplementary services: service processing based on information specified by a party before or during a call, e.g.…
G10L
Speech analysis techniques or speech synthesis

Timeline

15 Jun 2005Application filedUS 11/153,660
16 Sep 2005Assigned to SK Corporationassignment of assignor's interest
29 Dec 2005PublishedUS 2005/0288927 A1
15 Nov 2007Assigned to SK Energy Co., Ltd.assignment of assignor's interest
28 Nov 2007Assigned to SK Energy Co., Ltd.corrective assignment to correct the assignee's country previously recorded on reel 020115 frame 0148. assignor(s) hereby confirms the assignment.
5 May 2009Assigned to SK Marketing & Company Co., Ltd.assignment of assignor's interest
30 Mar 2010GrantedUS 7,689,425 B2
29 Apr 2013Assigned to SK Planet Co., Ltd.merger
12 Oct 2026TodayWithin its term
29 Oct 2028Term endsEstimated, includes 1,232 days of adjustment

Quality of service call routing system using counselor and speech recognition engine and method thereof

Life of this patent

Quality of service call routing system using counselor and speech recognition engine and method thereof

Life of this patent

Life of this patent

Abstract

Drawings

Drawings

Claims14

Description5,693 words

Drawings

Classification5 codes

Life of this patent

Description5,693 words